OUTRAGEOUS!!! Creating Extraordinary Experiences with Positively Outrageous Service®. Originally aired on216TheNET.com Positively Outrageous Service is that WOW experience that you can’t wait to tell others about. Based on the best-selling book “Positively Outrageous Service - How to Delight and Astound Your Customers and Win Them for Life”
Develop your super-hero powers in toxic environments and situations. “I’m so glad you got me!” “You’re not yelling at me … you’re angry about the situation.” Diffuse the initial confrontations by not taking it personally and being “unoffendable”.
“The fish stinks from the head” First, leadership must define and align an organization’s service expectations. Second, align your departments, (in a larger organization). Third, create alignment in your hiring practices to the organization’s service expectations.
Hiding behind the uniform, kiosk or desk. Don’t project your tornado on another. Making assumptions about the person in front of you. Dismissing someone because of your authority. Not acknowledging the presence of your customer.
Boasting about your great customer service is NOT a good idea! “Pride comes before the fall” … you also take away a key principle of Positively Outrageous Service: “RANDOM & UNEXPECTED. Andrew’s real-life scenario gives us three valuable lessons that we can all learn from.
Actions have to be aligned to your words. Pay attention to the words you use. Is it positive? Positivity reinforces. You can’t have “two faces”: internal and external communications have to be congruent.
People remember much more of what they see vs. what they hear. To be persuasive you must be seen, not just heard. F2F brainwaves becomes aligned creating empathy. F2F + touch: we are more persuasive, effective & memorable.
Consistent application of POS in all areas across an organization is key to delivering a comprehensive WOW experience to your stakeholders. Identify your service gaps. The sixth habit of a POS culture.
Management Generates the Heat for POS! … Episode 9.
It necessitates leadership to give management the freedom and permission to interpret and execute appropriately how POS looks like for their specific department. The third habit of a POS culture.
Leadership Ignites The Revolution Of Love! … Episode 8
It’s time for a revolution! Leadership casts the vision, champions it and practices it by loving their people first. The second habit of a POS culture.
Creating a culture of Positively Outrageous Service in your organization necessitates a comprehensive approach from hiring through equipping to celebrating. Listen to this introduction to the seven habits!
Fundamental to Positively Outrageous Service is love. Love your customers, love your suppliers, love your employees, love your family! Love is infectious... love conquers all. Make it the heart of your serving.